Overheard at Transitions Academy

By Rose Harris

With the fourth quarter upon us and Transitions Academy 2017 quickly approaching in January, our team has spent some time reflecting on what has made Transitions Academy 2016 so memorable, educational and motivating. The best practice panel session, featuring the 2015 Innovation Awards finalists, was definitely one of those memorable moments.This session gave attendees a chance to ask questions and receive advice from several experienced professionals in the industry. A common question that was addressed at the panel is how to best increase patient satisfaction rates. Fromfocusing on training to prescribing from the exam chair, our panelists have had plenty of opportunities to fine tune theirapproach to creating happy patients and customers.Consider the following ways our panelists are increasing patient satisfaction—and see how prescribing Transitionslenses attributes to their success. Transitions lens wearers actually have an 88 percent satisfaction rate so eyecareprofessionals can recommend the product with confidence.

BUILD A WELL-TRAINED TEAM

George Thomas, Territory Director, Visionworks “We believe that increasing your patient satisfaction starts at the core of the business. We ask our employees questions and assess their beliefs and knowledge of the products we offer. If underperforming associates are identified, we hold workshops with them. We’re obsessed about taking care of the patient in the most efficient way, which includes integrating products that will best serve them. And one of those is Transitions lenses.”

GIVE THEM A CHANCE TO BE SATISFIED

Jason Deviney, O.D., Vision Source Olmos Park“We encourage our patients to try Transitions lenses riskfree for 30 days—we say love them or exchange them. By offering this, patients see that we believe in the product so much that we think they’re going to love their Transitions lenses. We offer this without any worries, because we rarely have exchanges and they are satisfied.”

SHARE A PERSONAL, POSITIVE EXPERIENCE

Susan Ferron, Optician and Owner, InSightful Visions“Once I tried Transitions lenses my entire perception of them was changed. Now, I talk with people who aren’t as open to Transitions lenses about my personal experience and it speaks for itself. I encourage customers to try them to see how the lenses adapt and I point out that I haven’t had a pair without them for years.”

CATER TO THEIR HOBBIES

Eric White, O.D., Owner, Complete Family Vision Care‘I prescribe Transitions lenses on every pair of glasses. When I’m in the exam room, I often ask my patients if they read outside. Since my practice is located in San Diego, it is a common activity. So, I tell them, “I want you to be able to pick up your tablet or your phone and have the most comfortably prescribed glasses outside, as well as inside. “Blue light is also becoming a game changer. We need to prescribe Transitions lenses on computer glasses, reading glasses—any kind of glasses—because we want to protect our patients from the computer, as well as UV outside.”

EXPLAIN THE PRODUCT RECOMMENDATION

James Vann, O.D., Owner, VisionArts Eyecare Center in Fulton, Missouri“We’ve created what we call a treatment plan, where I review the case conditions, if they’re nearsighted or farsighted, etcetera. On the back of the plan, there’s an outline of product categories that I’ll review with the patient and say, ‘I want to prescribe a lens that is going to do three things. It’s going to give you the very best vision, but we are also going to control light, control glare and control distortion. These products work together to give you the best possible vision that we can give you.’ “Also, if you prescribe something that fits with the patients’ career, their hobbies and their lifestyle, you’re telling themthat you care about their wellbeing and you’re prescribing a solution to their needs.”

Rose Harris is the associate director of professional relations at Transitions Optical.